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Senior Technical Support Specialist
hace 2 semanas
About the Company
Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.
Duetto is building the future of hotel revenue strategy. We're not just another SaaS company — we're redefining what's possible for hotels through our category-creating platform, the Revenue & Profit Operating System.
Role Summary / Purpose
The Senior Technical Support Specialist serves as a product expert and technical mentor within the team. This role is responsible for resolving the most complex and escalated customer inquiries, often acting as a dedicated resource for high-value accounts. Beyond case resolution, the Senior Specialist utilizes advanced troubleshooting tools to diagnose systemic issues and collaborates directly with Product and Engineering to manage software defects. They play a pivotal role in elevating the team's performance by mentoring junior members and curating high-quality internal and external knowledge resources.
Key Responsibilities
- Advanced Case Resolution: Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support.
- Technical Diagnosis: Utilize advanced observability and logging tools (e.g., Sentry, Sumo Logic, DataDog) to diagnose systemic product issues and identify root causes that are not immediately visible in the user interface.
- Mentorship & Enablement: Act as a technical mentor for the team, assisting with the ramp-up of new hires and providing ongoing guidance to Support Specialists on challenging troubleshooting scenarios.
- Swarming Leadership: Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases.
- Defect Management: Manage the escalation of software defects by creating and peer-reviewing detailed Jira tickets to ensure Engineering receives clear reproduction steps and data, minimizing back-and-forth.
- Incident Support: Assist the Incident Commander during high-severity events by validating customer impact, reproducing errors in real-time, and testing potential workarounds to mitigate business disruption.
- Knowledge Strategy: Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting.
- Cross-Functional Collaboration: Partner with Product and Engineering to prioritize bug backlogs and provide technical insights that influence product reliability improvements.
- Perform other related duties as needed to support team and company priorities.
Qualifications
Required:
- 5+ years of progressive experience in technical support within the hospitality technology or SaaS industry.
- Proven expertise in utilizing advanced troubleshooting and monitoring tools such as Sentry, Sumo Logic, and DataDog.
- Demonstrated ability to effectively manage and prioritize a caseload of complex technical issues and high-pressure escalations.
- Strong mentorship skills, with experience guiding junior team members or peer-reviewing technical work.
- Experience working collaboratively with Product and Engineering teams on bug resolution and feature improvements.
- Availability to work monthly rotating shifts and participate in holiday coverage rotations to support the broader team and handle critical escalations.
Preferred:
- Deep subject matter expertise in Revenue Management systems.
- Experience designing and delivering technical training sessions for support teams.
